ComplaintsforBurkhardt Heating & Cooling

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  He was supposed to do a tuneup on two of my furnaces at my duplex, the gentleman **** just did a safety inspection and nothing else he cleaned one piece on my furnace and nothing else I told him he wasnt doing anything I tried calling up the manager and he says he was there for three hours and I said he didnt do nothing come on out and visit my house he would not do it. Thats why Im complaining now.

  

  Business response

  12/01/2023

  ************************ called in on October 16, 2023 in response to a mailing sent by Burkhardt offering a $49 tuneup. He scheduled three separate calls. One for his residence and two for a duplex with two furnaces. He asked the *** about details about Burkhardts furnace tuneup and decided he would move forward with three calls at two of his properties, two scheduled back-to-back. The calls were scheduled for November 27, 2023. Service Tech, **** arrived at the call on November 27, 2023, at 8:02 am and marked the call done at 11:01am. **** performed the tuneup on both systems and recommended replacement for one of them. A free in-home estimate was set up for the following day, November 28, 2023. ************************ could be heard on the line seemingly pleased with how quickly the project manager could come out. From ***** inspection report on both furnaces:
  
  
  
  
  Furnace 1:
  Thermostat - ok
  Fault codes - none
  Camera ducts - dirty
  Camera heat exchanger - wear and tear mild pitting
  Filter - ok
  Burners (corrosion/blockage) - mildly *****
  Igniter (57 ohms) - ok
  Flame sensor (cleaned) 2.0 - ok
  Blower motor (bearings/oil/blades) - dirty
  Static pressure (****) - ok
  Exhaust fan and pipes (noise/leaks/corrosion) - very loud
  Electrical/ wiring/ safeties (120v/24v/loose wires) - good
  Gas piping (leaks/incorrect pipes) - ok
  Temp rise (48 deg) - ok 
  Gas pressure (high 3.5; low 1.5; Evo. Low ****) - ok
  Humidifier (drain/panel/clean) - none
  Carbon monoxide check (15-50)-ok
  
  
  Furnace 2:
  Thermostat - ok
  Fault codes - none
  Camera ducts - dirty
  Camera heat exchanger - wear and tear
  Filter - good
  Burners (corrosion/blockage) - ok
  Igniter (57 ohms) - ok
  Flame sensor (cleaned) 2.0 - good
  Blower motor (bearings/oil/blades) - dirty
  Static pressure (****) - ok
  Exhaust fan and pipes (noise/leaks/corrosion) - very loud
  Electrical/ wiring/ safeties (120v/24v/loose wires) - good
  Gas piping (leaks/incorrect pipes) - ok
  Temp rise (48 deg) - ok
  Gas pressure (high 3.5; low 1.5; Evo. Low ****) - pitched at an angle
  Humidifier (drain/panel/clean) - none
  Carbon monoxide check (15-50)-3
  
  
  ************************ thought that the tuneup would include many additional services that are add-ons to a tuneup, expecting to get these services for free. **** said that he would have vacuumed out the blower cabinet, but ************************ declined saying that he would do it by himself. 
  
  
  Less than 20 minutes later, ************************ calls another *** to cancel the next call. He was concerned about getting charged for the third call. He informed the *** that **** did not perform a tuneup at his rental unit, just a safety inspection. ************************ indicated on the phone call that he allowed **** to do the safety check but expected him to do more. 
  
  
  He later called and left a voicemail cancelling the sales estimate after hours. The voicemail wasnt followed up on until the next morning when the project manager was about to leave for the sales estimate. He had a conversation with ************************ where he repeated his dissatisfaction with ***** service.
  
  
  He then had a conversation with the owner of Burkhardt, *******************, where he proceeded to tell him that **** did nothing with his furnace in the 3 hours that he was there and proceeded to use vulgar language, at which point, *** ended the conversation.
  
  
  The bottom line is ************************ was informed on the services that the $49 tuneup would include at the time he made the call. The tech, ****, indicated that ************************ belittled him the whole time, and watched everything he was doing over his shoulder, expecting him to do additional add-on services for free. ************************ indicated that he allowed **** to do the work and expected there to be more, then told the owner that **** did nothing on the call for 3 hours, using vulgar language. 
  
  
  Burkhardt Heating Cooling and Electric has just been recognized with Angis 2023 ************* award and boasts a 4.9 star rating on ****** with over ************************************************************************************* by using bait-and-switch tactics. Unfortunately, there is no such reporting agency for scummy landlords rating how they treat tenants or contractors.

• Initial Complaint

  04/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 20, 2023, Burkhardt Heating & Cooling diagnosed and initiated providing maintenance to my furnace. This included signing up for a maintenance plan, duct cleaning, replacing a DROP BOX, replacing the thermostat, and a tune-up special (Receipt #*****. After receiving an email and receipt #******** on 4-26-23, I contacted the company to complain that my heat was coming on and off erratically. On 4-27-23 a tech was sent and advised and showed on his tablet that the original diagnostic did not discover a bad heating exchange. The tech told me legally he had to cut off the heater because of the danger of carbon monoxide. He further showed me on his tablet the notes from the original tech that showed he checked the heat exchange and determined it was ok. The 4-27-23 indicated that this was not possible. To this end, a project manager reached out to me and apologized for their oversight subsequently upon which the advised he needed to confer with the management/owner after a short while following up on the same day offering to replace my furnace for an additional $3900 plus dollars. And, the rep *************** advised me that this was a higher discount and that he would get in trouble for giving me such. Two Burkhardt officials acknowledged their mistake, but have taken no effort without more cost to me to address their mistake. I feel that this was a deliberate ploy to get more money. Note: Having had other work done on my house recently, this lapse in service on my furnace is an untimely financial burden as a result of Burkhardt's mishandling of the diagnosis. I will pursue small claims court for the loss of wages, false advertising, and fraud if my account is not fully credited and taken off of their service plan.

  

  Business response

  05/03/2023

  We arrived to a intermittent no heat call on 3/20/23.  Found a thermostat not sending signal to turn the 24 year old furnace on.  Found too small of a return duct, and dirty filter and recommended replacement so you approved replacing return duct, installed electronic filter and performed a duct cleaning on 3/31/23.  On 4/27/23 you had additional issues on your 24 year old furnace that had both motors replaced by another company.  We sent our service manager who found cracks in your heat exchanger.  This separates they exhaust gas from the air you breath.  We shut the furnace gas off and scheduled per your schedule for the following day.  This could have cracked at anytime.  You booked an estimate but did not allow for our sales team to be onsite.  Per the salesman you were very difficult to talk with and did not have professional language.  I would be happy to listen to your recorded call.  ************** made if your system was deducted from the cost of the furnace because we stand behind our team and our recommendations.

  On 5/3/2023, I talked to you and asked how we could work with you and you stated, refund.  We cannot refund work performed that you agreed needed to be done.  The unit is many years past its life expectancy and the first tech wrote that this should be replaced.  I did not need to know that you run a company with 40 employee's and can afford it.  That doesn't matter when you are trying to damage another companies reputation that was built over the last 60 plus years.  Ethics, integrity and honor are what we stand on!

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